Service quality of online travel agencies in CALABARZON region

Monterey, Judylen M; Borbon, Noelah Mae D

doi:10.5861/ijrsm.2021.m7734

Cited by 2 publications

(4 citation statements)

References 18 publications

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“…Thus, resorts should always aspire to improve their existing operational processes, specifically their service quality standards for loyal guests to keep coming back to the resort. This is supported by the study findings of Mones and Borbon et al (2021), which found that respondents with higher intentions of revisiting also had a higher willingness to pay; similarly, respondents with higher intentions of revisiting also have higher levels of loyalty. It is critical for resort operators to persuade their guests to stay in their resorts by assuring them of the provision of high-quality services.…”

Section: International Journal Of Research Studies In Management 97supporting

confidence: 73%

“…Furthermore, this suggests that resorts can motivate loyalty and willingness to pay more for this age group. This is also supported by Monterey's and Borbon's (2021) study results on service quality and performance among online travel companies in the CALABARZON area, which revealed that baby boomers have significantly lower responses to service quality. As a result, this age group's evaluation of the dimensions of behavioral intentions will also decrease.…”

Section: International Journal Of Research Studies In Management 97supporting

confidence: 65%

“…Hence, millennials have evolved into a challenging generation for businesses as they desire and demand more individualized products and services as a cost that businesses must pay for their loyalty. On the other hand, the study findings of service quality and performance among online travel agencies in the CALABARZON region showed that baby boomers have significantly lower responses to service quality (Monterey & Borbon, 2021). This might be because the majority of baby boomers have distinctive purchasing behaviors related to their high expectations for the quality of the services they receive.…”

Section: International Journal Of Research Studies In Management 97mentioning

confidence: 93%

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Service quality and guests’ behavioral intentions among resorts in Batangas province

Torralba,

Ylagan

2023

IJRSM

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This study assessed the service quality of resorts in Batangas province as perceived by guests and determined how it influenced their behavioral intentions. It tested the significant differences in responses when grouped according to demographic profile as well as the significant relationship between service quality and behavioral intention. A quantitative approach and a descriptive research design were used in the study. A correlational approach was also employed to establish the relationship between the variables. The respondents of the study were resort guests who were currently staying at or had visited any of the top 30 DOT Accredited resorts in Batangas province. The instrument utilized was adapted and modified from two previous studies. The results, particularly the assessment of the resorts' service quality and the guests' behavioral intentions, were analyzed using a weighted mean and ranking. Additionally, statistical tests such as the Shapiro-Wilk test, Kruskal-Wallis's test, and the Mann-Whitney U-test were used to test for significant differences, while Spearman's Rho was utilized to test for relationships. The study concluded that the majority of the respondents are between the ages of 19 and 25, female, have a tertiary education, are employed, have visited Batangas province for leisure or recreation purposes, and have visited the resort once.The respondents perceived that resorts in Batangas province provide reasonably good service quality in terms of tangibility, reliability, responsiveness, assurance, and empathy. It also concluded that as guests' responses to service quality increase, so do their responses to behavioral intentions, proving that service quality has a strong influence on behavioral intentions. Finally, the study offered pertinent recommendations for resort operators in Batangas province to take into consideration.

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Section: International Journal Of Research Studies In Management 97supporting

confidence: 73%

Section: International Journal Of Research Studies In Management 97supporting

confidence: 65%

Section: International Journal Of Research Studies In Management 97mentioning

confidence: 93%

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Service quality and guests’ behavioral intentions among resorts in Batangas province

Torralba,

Ylagan

2023

IJRSM

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“…The use of online travel agency websites is still on the rise despite all of the economic issues but there may be a reduction of travel opportunities due to the pandemic. However, once the pandemic is gone, the use of online travel agencies will still be prioritized because of convenience (Monterey and Borbon, 2021). Most of the well-known online travel agencies in the Philippines are TripAdvisor, and Agoda.…”

Section: Introductionmentioning

confidence: 99%

Travel Agencies’ Webportal Perception Based on Customer Review in Hotel Luna, Vigan City

VASQUEZ

CANTIMBUHAN

et al. 2023

qjssh

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In order to assess a hotel's performance, this study will assess customer satisfaction ratings from a sample of online travel agents for Hotel Luna in Vigan City using the SERVQUAL theory and its associated variables. In addition to this, it will enable the hotel to examine customer feedback and offer better service. Sentiment analysis was the specific qualitative research method used in this study. Additionally, non-probability purposive sampling will be employed to obtain the study's data, which will be entered into Microsoft Excel. Choosing observations from a population to include in a sample survey is referred to in this sentence. It is also a simple and inexpensive method of data collection. A five-point Likert scale will be used by the researchers to evaluate the data. This is done to gauge consumer happiness and the quality of the services provided to tourists. Guests who stayed at the Hotel Luna in Vigan City reported being satisfied in SERVQUAL questionnaires. Particularly praised by the visitors was the Hotel Luna's capacity for first-rate service. The study's respondents were most happy with the characteristics responsiveness, tangibility, and assurance. However, the percentage of positive reviews for reliability and empathy was low. Particularly praised by the visitors was the Hotel Luna's capacity for first-rate service. The study's respondents were most happy with the characteristics responsiveness, tangibility, and assurance. However, the percentage of positive evaluations for reliability and empathy was low. The majority of visitors praised the hotel's traditional decor. Hotel Luna not only serves as a place to stay but also as a museum, thus visitors were amused and educated as a result of it. Since it will be one of their key draws for customers to come back, the hotel management must preserve or enhance the beauty of their facilities and outside appearance.

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Service quality of online travel agencies in CALABARZON region

Cited by 2 publications

References 18 publications

Service quality and guests’ behavioral intentions among resorts in Batangas province

Service quality and guests’ behavioral intentions among resorts in Batangas province

Travel Agencies’ Webportal Perception Based on Customer Review in Hotel Luna, Vigan City

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